Rostering
Schedule visits, allocate carers, manage rotas.
Believed available
from Friday's call
Confirmed: rostering standard.
Friction (0–5)
Part A · Per-system feature inventory
For each system, what do you actually use?
Mark friction (0–5) on the rows that apply and add anything we missed. The pre-filled rows are answers you gave us on Friday. Please correct anything that's wrong.
A.1
Nourish (formerly CarePlanner)
Used at Delore Care for: rostering and care planning, industry standard.
Care planning
Per-service-user care plans.
Available, you tried it and switched to Birdie
from Friday's call
Confirmed: switched to Birdie.
Friction (0–5)
No need to rate friction for something you don't use.
Care notes
In-visit notes recorded by carers.
Believed available
Friction (0–5)
Medication recording (MAR)
MAR chart at point of care.
Believed available
Friction (0–5)
Risk assessments
Service user risk profiling.
Believed available
Friction (0–5)
Training matrix
Where each carer's certificates are stored.
Available
from Friday's call
Confirmed: training matrix of record.
Friction (0–5)
Time sheets
Carer hours recording.
Available
from Friday's call
Confirmed: CSV-uploaded to Employment Hero.
Friction (0–5)
Invoicing
Invoice generation for service users / commissioners.
Available, you do not use it
from Friday's call
Confirmed on call.
Friction (0–5)
No need to rate friction for something you don't use.
Reports
Standard rostering / care delivery reports.
Believed available
Friction (0–5)
Mobile app for carers
Field-side care delivery interface.
Believed available
Friction (0–5)
API / data export
Programmatic access to Nourish data.
Plan-tier dependent, to be confirmed
We need to know your package and whether API access has been requested or enabled.
Friction (0–5)
Native Birdie integration
Two-way sync with Birdie.
You are using this
Confirmed on call: more flows from Nourish to Birdie than the other way.
Friction (0–5)
A.2
Birdie
Used at Delore Care for: electronic call monitoring, and care planning UI in daily use (you preferred Birdie's care planning over Nourish's).
Visit check-in / check-out
Geo-verified visit start/end.
Believed available
from Friday's call
Friction (0–5)
Care planning UI
Where you actually plan care, per service user.
Available, this is your primary
from Friday's call
Confirmed: primary care planning UI.
Friction (0–5)
Care notes
Carer notes during a visit.
Believed available
from Friday's call
Friction (0–5)
Medication tracking
Medication adherence at point of care.
Believed available
Friction (0–5)
Family portal
Care notes visible to next-of-kin.
Believed available
Families currently log in to Birdie for care notes.
Friction (0–5)
Rostering
Birdie's own rota module.
Available, you do not use it
from Friday's call
Confirmed: Nourish is the rostering standard.
Friction (0–5)
No need to rate friction for something you don't use.
Invoicing
Birdie's invoicing module.
Believed available
Friction (0–5)
Reports and dashboards
Standard Birdie reporting.
Believed available
Friction (0–5)
Mobile app for carers
Field-side check-in app.
Believed available
Friction (0–5)
Native Nourish integration
Bidirectional sync.
You are using this
The most consequential thing we still need to understand. What syncs and what doesn't?
Friction (0–5)
API access
Programmatic access via Birdie's commercial team.
Vendor-gated, not self-service
We would need a vendor conversation to scope.
Friction (0–5)
A.3
Employment Hero
Used at Delore Care for: HR records and payroll. You confirmed on the call that you are on the tier just below Platinum.
Employee records (HR master)
Personal details, contract data, employment history.
Available
from Friday's call
Friction (0–5)
Contracts and digital signatures (staff)
Generate and sign employment contracts.
Available
from Friday's call
Confirmed: limited to staff. Clients use PandaDoc.
Friction (0–5)
Onboarding
New starter workflow.
Available
Friction (0–5)
Payroll
UK payroll engine.
Available
from Friday's call
Friction (0–5)
HMRC submissions / RTI
Real-time information to HMRC.
Available
from Friday's call
Friction (0–5)
Pension auto-enrolment
Workplace pension scheme.
Believed available
Friction (0–5)
Time sheets
Hours recording.
Available, you do not use it
from Friday's call
Confirmed: Nourish handles this.
Friction (0–5)
No need to rate friction for something you don't use.
Annual leave
Leave requests, approvals, balance tracking.
Available
Friction (0–5)
Performance management
Reviews, goals, feedback.
Likely available
Friction (0–5)
Recruitment
Vacancies, candidates, hiring pipeline.
Available, not in use
from Friday's call
Confirmed: not started using.
Friction (0–5)
No need to rate friction for something you don't use.
Built-in DBS check feature
DBS submission inside Employment Hero.
Available, not in use
Worth comparing with Checks Direct for consolidation.
from Friday's call
Confirmed: Checks Direct used instead.
Friction (0–5)
No need to rate friction for something you don't use.
Document storage (per employee)
Employee files and certificates.
Available
Friction (0–5)
Announcements feature
Internal comms / news for staff.
Available
Raised on the call as possibly substituting for an intranet.
Friction (0–5)
Org chart
Visual reporting structure.
Believed available
Friction (0–5)
QuickBooks integration
Native sync to QuickBooks Online.
Available, currently broken
Worked once, disconnected. Reconnection is a quick win.
from Friday's call
Confirmed: worked once, disconnected.
Friction (0–5)
API access
OAuth 2.0 REST API.
Confirmed unavailable on your tier (Platinum and above only)
from Friday's call
Confirmed: tier below Platinum.
Friction (0–5)
No need to rate friction for something you don't use.
A.4
QuickBooks Online
Used at Delore Care for: accounts. You confirmed Online (not Desktop) on the call.
Invoicing
Invoice generation, sending, tracking.
Available
from Friday's call
Confirmed.
Friction (0–5)
Bank reconciliation
Match transactions to bank feed.
Available
Friction (0–5)
Bills and supplier payments
Accounts payable.
Available
Friction (0–5)
Expenses
Staff expense submission.
Available
Friction (0–5)
Payroll integration
Receive payroll journals.
Available
from Friday's call
Confirmed: not flowing from Employment Hero.
Friction (0–5)
Time tracking
Time-on-projects.
Believed available
Probably not in use given Nourish has time sheets.
Friction (0–5)
VAT and Making Tax Digital
UK VAT submission.
Available
Friction (0–5)
Multi-currency
Foreign currency invoicing.
Believed available
Friction (0–5)
Reports
P&L, balance sheet, cash flow.
Available
Friction (0–5)
API access
Programmatic access via OAuth 2.0.
Confirmed available on QuickBooks Online
This is the most mature API in your stack.
Friction (0–5)
Apps marketplace integrations
Native connectors to other tools.
Available
Employment Hero connector exists, currently broken at your end.
Friction (0–5)
PandaDoc integration
Native PandaDoc to QuickBooks sync.
Available via PandaDoc's QBO connector
Worth confirming whether you have this enabled. Could remove the manual PandaDoc to QBO step.
Friction (0–5)
A.5
Care Tutor
Used at Delore Care for: mandatory training delivery. You confirmed on the call that you are on the Foundation tier (lowest of four).
The renewal is approaching. The Foundation-to-Pathway upgrade question is the natural moment to ask Care Tutor whether their API and HR integration land on a tier that makes sense for you.
Mandatory training courses
Standard care-sector e-learning library.
Available
Friction (0–5)
Custom courses
Author your own.
Available on higher tiers
Friction (0–5)
Certificates
Issued on course completion, per learner.
Available
from Friday's call
Confirmed: downloaded by hand and uploaded to Nourish.
Friction (0–5)
Learner enrolment
Add staff to courses.
Available
Friction (0–5)
Reports
Completion rates, expiry tracking.
Available
Friction (0–5)
Auto-enrolment to course groups
Bulk-enrol new starters.
Available on Pathway tier (upgrade)
A feature you asked for; you were told it was upgrade-only.
Friction (0–5)
Learning paths
Sequenced course bundles.
Available on Pathway tier (upgrade)
Friction (0–5)
HR platform integration
Sync learners and completions to your HR.
Available on Pathway tier (upgrade)
Worth raising with Care Tutor when you discuss the renewal.
Friction (0–5)
API access
Programmatic learner / course management.
Available on Pathway tier (upgrade)
Worth asking Care Tutor whether their API is part of Pathway.
Friction (0–5)
A.6
Checks Direct
Used at Delore Care for: DBS and right-to-work checks.
Open question
Employment Hero has its own DBS check feature (see A.3). If their offering is comparable, there is a consolidation conversation here. Worth a side-by-side comparison once we understand both sides.
Enhanced DBS application
Submit and track enhanced disclosures.
Available
Friction (0–5)
Standard DBS application
Submit and track standard disclosures.
Available
Friction (0–5)
Right-to-work checks
UK RTW verification.
Available
Friction (0–5)
Update service tracking
Subscription-style ongoing monitoring.
Believed available
Friction (0–5)
Bulk processing
Submit multiple at once.
Believed available
Friction (0–5)
Reports
Application status, expiry tracking.
Believed available
Friction (0–5)
API access
Programmatic submission and status.
Vendor-gated, depends on contract
We need to know whether your contract includes this.
Friction (0–5)
A.7
Microsoft 365 (Business plan)
Used at Delore Care for: office staff productivity, document management, internal comms in transition. You confirmed Business plan on the call (~£20/user/month, office staff only).
Licensing open question: for the field staff currently on WhatsApp, the Business plan does not scale per-seat. Microsoft 365 Frontline tiers (F1 at around £2.10, F3 at around £6) are designed for non-desk staff and address the data residency and offboarding concerns that come up around WhatsApp at scale. Worth discussing with your IT lead.
Outlook
Email, calendar.
Available
from Friday's call
Friction (0–5)
Word, Excel, PowerPoint
Productivity suite (desktop and online).
Available
from Friday's call
Friction (0–5)
Microsoft Teams
Chat, channels, video calls.
Available
from Friday's call
Confirmed: office staff partially adopted, field staff still on WhatsApp.
Friction (0–5)
SharePoint
Document libraries, sites, intranet platform.
Available
from Friday's call
Confirmed: meant to be the document source-of-truth.
Friction (0–5)
OneDrive
Personal cloud storage.
Available
Friction (0–5)
Forms
Surveys, simple data capture.
Available
Friction (0–5)
Bookings
Online appointment booking.
Available
Friction (0–5)
Stream
Video hosting.
Available
Friction (0–5)
Power Automate
Workflow automation across M365 and external systems.
Available
The integration backbone for SharePoint document routing.
Friction (0–5)
Power Apps
Low-code custom apps.
Available
Friction (0–5)
Yammer / Viva Engage
Internal social network.
Available
Friction (0–5)
Planner / To Do
Task management.
Available
Friction (0–5)
SharePoint-based intranet
News, links, internal directories, brand-aligned site.
Available
Raised on the call as a near-term goal that has not yet been built.
Friction (0–5)
A.8
PandaDoc
Used at Delore Care for: electronic signatures, particularly for service user contracts and invoicing. You confirmed on the call PandaDoc was in place before Employment Hero.
Document templates
Reusable contract / invoice templates.
Available
Friction (0–5)
E-signature workflows
Send for signature, track, complete.
Available
Friction (0–5)
Document tracking
Who opened it, when, signed status.
Available
Friction (0–5)
Conditional fields
Dynamic content based on inputs.
Likely available
Friction (0–5)
Approvals
Internal approval before sending.
Likely available
Friction (0–5)
Payment integration
Collect payment alongside signature.
Likely available
Friction (0–5)
QuickBooks Online integration
Sync signed invoices to QBO.
Available via PandaDoc
Currently a manual drag-and-drop. Worth confirming whether the native connector is in place.
Friction (0–5)
SharePoint integration
File signed docs into SharePoint folders.
Likely available via Power Automate
Currently a manual drag-and-drop.
Friction (0–5)
API access
Programmatic document generation and signing.
Available
Friction (0–5)
A.9
Health and Safety Group
Used at Delore Care for: training (a second platform alongside Care Tutor for specific health and safety courses).
We have less public information on this platform. Please correct anything below that is wrong.
Open question
What courses do you take through Health and Safety Group that you cannot or do not take through Care Tutor? If they are duplicative, this is a consolidation candidate.
Course library
E-learning courses.
Believed available
Friction (0–5)
Certificates
Issued on completion.
Believed available
Same download-and-upload-to-Nourish routine as Care Tutor.
Friction (0–5)
Learner enrolment
Add staff.
Believed available
Friction (0–5)
Reports
Completion tracking.
Believed available
Friction (0–5)
Backend account
Admin interface.
Believed available, online only (not an app)
Friction (0–5)
Integration with HR platforms
Sync to Employment Hero or similar.
Unknown
Friction (0–5)
A.10
WhatsApp (current state, in transition)
Used at Delore Care for: field staff communication and office staff group chats. You confirmed on the call you are gradually moving office staff to Teams and considering moving field staff too.
A current-state acknowledgement. We don't expect a long answer. The moments where WhatsApp earns its place are the useful detail.
That's Part A done.
Part B is where the real value is. It maps each function across all your systems in one view. Duplications and gaps become visible without anyone hunting for them.
Continue to Part B